Workforce Engagement Management

Hi  - trying to figure out if anyone knows answer to below question. 

We use a main form for Quality Evaluations and scores, but we are also interested in utilizing another form which will be like a Training Form just for Supervisors to use for Coaching/Development purposes. the form will have scores to each question. Question is - Will the score from this Training Form will be included w/monthly quality aggregate scores? Or it will not since it is a different form that  is being used?  

Thanks! 

#QualityManagement

Hi! You can use Agent Evaluations View. You will need to use a filter on the right side to filter for a form that you want to include in the monthly total score calculation of your agents. The only problem if you use more than 1 form for evaluations that count, you may run into the limit of only 1 form per report. There is no way to exclude one form from the report.

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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I was wondering if there is a way to get the filtered view above, but to choose a timeframe for the date of the evaluation rather than the date of the interaction?

We can get this information from the Quality Admin dashboard, but can't export data from here so I was hoping to be able to see it in a Performance View. I see from the Quality Admin and Evaluator dashboard, that they will be moving to a new location, but I am wondering when that might be, and if that page will have capacity to export data?

Any help appreciated!

Thanks, Heather 

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Heather Henderson
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Original Message:
Sent: 06-16-2025 05:57
From: Ekaterina Kononova
Subject: Monthly Score Calculation

Hi! You can use Agent Evaluations View. You will need to use a filter on the right side to filter for a form that you want to include in the monthly total score calculation of your agents. The only problem if you use more than 1 form for evaluations that count, you may run into the limit of only 1 form per report. There is no way to exclude one form from the report.

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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